Top 5 Tips to Hire High-Quality Customer Service Representatives

March 08, 2019

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Posted by: Nicola Malcolm



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Your customer service department is busy, and you’ve determined the team could benefit from more staff members. It’s time to expand this department to continue achieving your business objectives.

 Start Your Search

If you’re looking to hire qualified customer service representatives, take note of the five tips below.

1. Scout Top Talent

Like many moments in life, good things tend to come our way when we aren’t looking, and your ideal candidate may not to be available when you’re hiring.

As a hiring manager, it’s a good idea to continuously build your talent pool. Even when you’re not hiring, seek out top talent and nurture relationships with candidates. When it comes time to hire, you’ll have high-quality candidates to choose from. This will help ensure you’ll never settle for less to fill a customer service role.

2. Ask Interview Questions That Reveal Candidates’ True Personalities

Customer service representatives need to be friendly, patient, and empathic. They must demonstrate excellent communication skills. It can be difficult to judge these traits based on a candidate’s resume alone.


The interview questions you ask will be key in getting candidates to reveal their true personalities and judging these important qualities.

Some questions to consider include:

  • How would your friends describe your personality?
  • Which tasks do you least enjoy in the workplace?
  • How do you like to be managed?
  • Describe a scenario when you had to deal with a difficult customer.
  • Tell me about a time you failed at something.

These types of interview questions can get to the root of a candidate’s personality traits.

3. Scan Resumes for Customer-Facing Roles

There are several types of skills to look for in customer service representatives, as well as types of previous experience that can indicate a candidate’s success in the role.

When you’re sorting through resumes, review applicants’ former roles for front-facing customer positions. Answering phones, retail work, and reception roles are good indications this person has what it takes to be a qualified customer service representative.

4. Challenge Them with Real Situations

Anybody can talk about how good they were at their previous job, but it’s not the same as seeing their skills in action. To get a sense of whether your candidate can exceed the expectations of the role, have them take a fictitious customer call on the spot.

Practical customer service interview questions provide the interviewer with insight into how a candidate will act in the role and their ability to problem-solve on the go. Once they’ve revealed how their thought process works, you can feel confident knowing this person will have little difficulty working through a real customer service situation and is well-equipped to handle the job’s challenges.

5. Work with a Recruiter

Recruiting experts can help you make the most of your hiring process, so you can be sure you’re hiring qualified representatives. They have the resources, contacts, and expertise to recruit talent, pre-screen applicants, and deliver top candidates for you to choose from.

Recruiters are trained to find top talent who will meet your requirements and fit in with your customer service team.

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Nicola Malcolm

Nicola Malcolm

Nicola has over 20 years of staffing industry experience with global, international, and Canadian firms. She has a broad knowledge base from having worked at a temporary recruitment desk, as an on-site manager in a global warehouse and manufacturing company, and in marketing, IT and operations. In addition, Nicola managed a portfolio of MSP/VMS accounts for a global MSP, and currently manages the staffing supply of 10+ Canadian MSP/VMS programs. In her spare time, Nicola uses her recruiting background to help her family, friends, and personal network find meaningful work opportunities. She also enjoys applying her operational skills to plan family trips abroad as often as possible.

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